FAQs | Sulis Soul

Frequently asked questions

Returns Policy

Our goal is for every customer to be completely happy with their purchase. If for any reason you're not satisfied, please email us at hello@sulissoul.com and we'll do our best to make things right.

Returns & Refunds

We accept returns for refunds on swimwear within 14 days of receiving your order.

All returned items must be:

• In their original condition
• Unworn and unwashed
• With all original tags and packaging intact

Please check your items carefully before sending them back to avoid any disappointment.

If an item arrives not in perfect condition, please contact us at hello@sulissoul.com. Our Customer Care team will review this with you and ensure a seamless resolution.

Please note that original shipping charges are not refundable on returned orders.

Exchanges

We offer exchanges on UK orders only.

If you'd like to exchange an item or need help with sizing, simply email us at hello@sulissoul.com.

For exchanges, we will refund the original shipping cost for any items returned.

Trying On Your Swimwear

To keep items in perfect, resalable condition, please:

• Wear underwear when trying on swimwear
• Avoid fake tan, makeup, deodorant, or fragrance that could transfer onto garments
• Be mindful of jewellery or long nails that may snag the fabric
• Ensure items are free from pet hair and kept in a smoke-free environment

Inspection & Conditions

All returned items are fully inspected upon receipt.

If a return does not meet the conditions outlined above, we reserve the right to refuse it. In such cases, the item will be returned to your original shipping address and no refund will be issued.

Return Shipping

Return shipping costs are the responsibility of the customer.

We recommend using a tracked service and retaining proof of postage, as Sulis Soul cannot be held responsible for packages lost or damaged in transit.

For international returns, duties and taxes cannot be recovered and will not be refunded.

To initiate a return, please email us and we will provide the returns address.

Refunds

Refunds will be issued to your original payment method and may take up to 14 days to be processed.

Shipping Information

We aim to get your order to you as quickly and smoothly as possible.

All orders are dispatched from our UK warehouse Monday to Friday, 8am–5pm. Once your order has shipped, you will receive a tracking link via email.

UK Delivery

Free delivery on orders over £100
Standard Delivery (3–5 working days): £4.95
Express Delivery (1–2 working days): £6.95

US & Canada

Standard DDP Delivery (5–10 working days): £43.00
Duties and taxes are included at checkout (no extra charges on delivery).

Europe

Standard DDP Delivery (5–10 working days): £35.00
Duties and taxes are included at checkout (no extra charges on delivery).

South Africa

Standard International Delivery (5–10 working days): £44.00

We’re working on expanding our international shipping options and hope to offer worldwide delivery soon.

If you're located outside these regions and would like to place an urgent order, please email us directly at hello@sulissoul.com, and we'll do our best to assist you.

Additional Information

Delivery times are estimates and may vary during busy periods, public holidays, or circumstances outside our control.

Once an order has been dispatched, Sulis Soul cannot be held responsible for delays, loss, theft, or damage that occurs during transit.

Our UK warehouse team carefully prepares and dispatches orders Monday to Friday, between 8am and 5pm.

Once your order has been shipped, you will receive a confirmation email with tracking information so you can follow its journey.

Please note that delivery times are estimates and may vary. Occasional delays can occur during bank holidays, peak trading periods, or due to circumstances beyond our control.

Sale Items

Sale items may be returned for a refund within 7 days of receiving your order.

Refunds will be issued to the original payment method used at checkout.

Please note that we do not offer exchanges on sale items.

Our swimwear is proudly designed and fitted in the South of England by our female-founded team, with every piece thoughtfully created to celebrate and flatter the female form.

Each garment is carefully handcrafted by our skilled atelier seamstresses in South China, where exceptional craftsmanship, precision, and attention to detail are woven into every stitch.